Resolution category
Information provided:
This category is exclusively for addressing general inquiries that do not involve troubleshooting. When a customer seeks information about product specifications, usage guidelines, or other non-troubleshooting matters.
Whenever we select : Product support after purchase, we cannot use "Information provided"
Solved with troubleshooting:
Always use this resolution category when supporting any troubleshooting-related interactions with customers.
Updating the resolution category:
Update the Resolution Category to the appropriate selection before tasking to refund, repair, or replacement
If the current selection does not fit the resolved issue, update the Resolution Category to the appropriate selection when dealing with an existing ticket.
Resolution category description
Category Name | Description |
|---|---|
Information Provided | For general inquiries not requiring troubleshooting. |
Solved with Troubleshooting | Troubleshooting-related interactions with customers. |
Liability | Escalated to Robin for claims or product defects. |
Goodwill | Donation requests or acts of goodwill. |
Return | Handling product returns due to dissatisfaction or incorrect purchase. |
Forward to Another Department | When a customer contacts us for a product that is not ours, we provide the contact information for that company (ie Nespresso, Kenwood audio, reliable care, non-household Braun products) |
Product Replacement | Providing replacement units for faulty or not non-repairable products. |
Refund | Issuing monetary reimbursements for product defects, order cancellations or product returns |
Repair Centre | Sending units to repair centers |
Spare Part Replacement | Assisting with the replacement of specific parts or components. |
Order Placed | Not used, since we don't place orders for customers. |
Goodwill | Supporting charitable initiatives or community events. |